Refund policy

We want customers to choose products that are safe, suitable and appropriate for their needs. Please read this policy carefully before purchasing, particularly when purchasing bathroom, toileting, bedding or other health-related products.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Change-of-Mind Returns

We are not required to provide a refund, exchange or store credit where a customer:

  • changes their mind;
  • no longer wants or needs the product;
  • finds the product cheaper elsewhere;
  • orders the wrong product, size or model;
  • decides the product is unsuitable without having relied on specific advice from us; or
  • is unable to use the product for reasons unrelated to a fault or inaccurate product description.

However, subject to the conditions and exclusions below, we may accept eligible change-of-mind returns requested within 30 days of the customer receiving the product.

Approval must be obtained from us before returning any product. Products returned without prior approval may not be accepted.

Products Excluded From Change-of-Mind Returns

For health, hygiene and safety reasons, the following products are not eligible for change-of-mind returns:

  • toilet seats and raised toilet seats;
  • commodes and shower commodes;
  • toilet surrounds, toilet frames and toileting aids;
  • urinals, bed pans and continence products;
  • shower chairs and other bathroom equipment;
  • mattresses, mattress toppers, pillows and bedding;
  • personal-care and intimate-use products;
  • products supplied in sealed hygiene packaging where the seal or packaging has been opened, broken or removed; and
  • any other product identified on its product page as non-returnable for hygiene, health or safety reasons.

Unless we expressly agree otherwise in writing, bathroom, toileting and personal-hygiene products are excluded from change-of-mind returns even where the customer states that the product has not been used.

We may choose to accept a completely unopened and factory-sealed product at our discretion. We are not obliged to do so, and any exception applies only to change-of-mind returns.

These exclusions do not apply where a customer is entitled to a remedy under the Australian Consumer Law, including where a product is faulty, unsafe, materially different from its description or otherwise fails to meet an applicable consumer guarantee.

Conditions for Eligible Change-of-Mind Returns

Where a product is eligible for a change-of-mind return, it must:

  • be returned within 30 days of delivery;
  • be unused and untrialled;
  • not have been assembled, installed or modified;
  • be clean and in resellable condition;
  • include its original packaging, manuals, accessories, components and promotional items;
  • have all seals, labels and protective packaging intact; and
  • be accompanied by satisfactory proof of purchase.

Opening a delivery carton solely to inspect a product does not necessarily make it ineligible for return. However, opening sealed product packaging, removing hygiene seals, assembling, trialling or using the product may make it ineligible.

We reserve the right to inspect returned products before approving a refund.

Assembled, Opened or Used Products

Products that have been assembled, installed, trialled, used, modified or damaged are not ordinarily eligible for change-of-mind returns.

Where we agree, at our discretion, to accept a product that does not meet the standard return conditions, we may apply a reasonable restocking fee to cover costs including:

  • inspection and testing;
  • cleaning or sanitising;
  • dismantling;
  • repackaging;
  • replacement packaging or missing components; and
  • any reduction in the product’s resale value.

The applicable fee will be explained before the return is finalised.

Restocking fees do not apply where the customer is entitled to a remedy under the Australian Consumer Law.

Bespoke and Special-Order Products

The following products are not eligible for change-of-mind returns:

  • customised or personalised products;
  • products manufactured or modified to a customer’s specifications;
  • special-order products sourced specifically for a customer;
  • clearance, demonstration or used products identified as final sale; and
  • products purchased under a commercial or project-specific agreement that states they are non-returnable.

This does not affect a customer’s rights where the product fails to meet a consumer guarantee under the Australian Consumer Law.

Return Shipping

Customers are responsible for arranging and paying for return shipping for approved change-of-mind returns.

Original delivery charges are non-refundable once an order has been dispatched. Where an additional delivery, assembly or installation service has already been completed, the cost of that service is also non-refundable for a change-of-mind return.

Products must be securely packaged to prevent damage during transport. We recommend using a tracked and insured delivery service and retaining proof of postage.

The product remains the customer’s responsibility until it has been received by us. Products damaged because of inadequate return packaging may be refused or may have the cost of the damage deducted from any approved change-of-mind refund.

Different arrangements apply where a product is being returned because of a fault or another failure to meet the Australian Consumer Law.

Refund Processing

Once a returned product has been received, we will inspect it to confirm that it meets the applicable return conditions.

Approved refunds will generally be processed within 7 business days following inspection and approval.

Refunds will be issued to the original payment method used for the purchase. Depending on the customer’s bank or payment provider, additional processing time may apply before the funds appear in the customer’s account.

Refunds apply only to the amount approved after any applicable shipping costs, restocking fees, missing components or product damage have been taken into account.

No deductions or restocking fees will be applied where doing so would be inconsistent with the Australian Consumer Law.

Incorrect or Transport-Damaged Products

Customers should inspect their order as soon as reasonably possible after delivery.

If the wrong product has been supplied, or the product appears to have been damaged in transit, the customer should contact us promptly and provide:

  • their name and order number;
  • a description of the issue;
  • photographs of the product and packaging; and
  • any other information reasonably required to assess the matter.

Customers should retain the product and all packaging until we provide further instructions.

Faulty Products and Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Products must, among other things:

  • be of acceptable quality;
  • be reasonably fit for their intended purpose;
  • match their description;
  • match any sample or demonstration model; and
  • be fit for a particular purpose that the customer made known to us and reasonably relied on us to assess.

If a customer believes a product is faulty or does not meet an applicable consumer guarantee, they should contact us with their order details and a clear description of the problem.

We may request photographs, videos, troubleshooting information or an assessment of the product where reasonably necessary to identify the issue and determine the appropriate remedy. Requesting this information does not remove or limit the customer’s rights under the Australian Consumer Law.

The available remedy will depend on the nature and seriousness of the problem.

For a minor problem, we may choose to repair the product, replace the affected part, replace the product or otherwise remedy the problem within a reasonable time.

For a major problem, the customer may be entitled to choose between a replacement or refund, as provided by the Australian Consumer Law.

Where a product is confirmed to have failed to meet a consumer guarantee, we will cover reasonable return or collection costs where required by law.

Customers are not entitled to an Australian Consumer Law remedy where, for example:

  • they simply changed their mind;
  • they misused the product;
  • they damaged the product after delivery;
  • they used the product contrary to instructions;
  • they were made aware of the relevant defect before purchasing; or
  • the problem was caused by abnormal use, unauthorised modification or ordinary wear and tear rather than a product fault.

Suitability and Product Advice

Customers are responsible for reviewing product measurements, specifications, weight capacities, compatibility information and access requirements before ordering.

Where a customer requires a product for a particular medical, mobility, accessibility or personal-care purpose, they should contact us before purchasing and provide all relevant information.

Our staff can provide general product information but do not provide medical, occupational therapy or other clinical advice unless expressly stated.

Customers should seek advice from an appropriately qualified healthcare professional where they are uncertain whether a product is clinically suitable for their needs.

Nothing in this section limits a customer’s rights where they made a particular purpose known to us, relied on our advice, and the product consequently fails to meet an applicable consumer guarantee.

How to Request a Return

To request a return, please contact us before sending the product and provide:

  • your name;
  • your order number or proof of purchase;
  • the product being returned;
  • the reason for the return;
  • whether the product has been opened, assembled, trialled or used; and
  • photographs where requested.

We will assess the request and provide return instructions where the return is approved.

Sending a product back to us does not automatically mean that a refund has been approved.

Contact Us

Please contact our customer service team if you have questions about whether a product is eligible for return.

We strongly recommend confirming return eligibility before purchasing bathroom, toileting, bedding, customised, special-order or other health-related products.